What Is a Moment of Truth?

Moment of truth written in book

Filed under - Definitions

A Moment of Truth in a call centre or customer service is a time when a customer forms a positive or negative perception of the company.

Positive Moments of Truth include:

  • Problem resolved
  • Friendly advisor
  • Compensation offered
  • Answered quickly
  • Speedy response
  • Follow-up call or email to check problem is solved

Negative Moments of Truth include:

  • Not able to get through on the phone
  • Problem not solved
  • Multiple calls needed to resolve problem
  • Unfriendly or indifferent advisor
  • High customer effort
  • Wrong advice being given
  • Not listening to what the customer has said
Author: Robyn Coppell

Published On: 13th May 2022
Read more about - Definitions

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